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Co-sourced IT Support Guide: The top 5 benefits

20 September 2017

IT services, support and security are critical functions for the majority of businesses, and when it comes to deciding the approach your business should take you want to make sure you are getting the best. One of the many challenges can be striking a balance between cost and service.

Outsourced IT support and internal IT teams both have their pros and cons, but there is a third option available to businesses and that is co-sourced IT support. Co-sourcing is a flexible approach which allows you to supplement your internal IT department with external resources, which can alleviate the team’s workload and simultaneously provide you with additional resources, experience and skills.

The benefits of co-sourced IT support for businesses

How does co-sourced IT support work?

The activities you will co-source will largely depend on your business. Some common co-sourcing scenarios include:

  • Providing helpdesk support
  • Extending your support hours to provide 24×7 coverage
  • Managing your infrastructure, servers and administration
  • Delivering security and virus protection
  • Providing disaster recovery and remote backup services
  • Migration support (e.g. migrating to Office 365)
  • Delivering strategic consultancy and business process transformation

What are the benefits of co-sourced IT support?

1. Lower Costs

Keeping expenditure in check is an important consideration for a business owner, but IT -particularly around security – is not an area where you want to compromise on quality. Co-sourcing can be a good way of achieving balance because it typically has lower overheads, whilst allowing you to gain access to the specific skills and experience required for a particular project or set of projects.

As you can rely on outsourced IT support staff to perform certain functions you may be able to limit the number of people you require full time in-house. As the majority of business owners will know, finding and retaining skilled and experienced IT engineers are becoming increasingly expensive, not to mention time-consuming. While full outsourcing may not be right for everyone, having an external team to lean on can definitely help with the distribution of the workload, preventing build ups and delays.

2. Flexibility

Another benefit of co-sourced IT support is its flexibility. Depending on your set up, you may have an internal team who can deal with day-to-day issues and service requests but have no time left over for larger projects or doesn’t have the right skillset for performing specific functions, such as security or infrastructure management. In these situations when projects do arise it can cause tension and stress as the internal team simply can’t manage it all.

For example, if your business decides to migrate to a new system (such as Office 365) it can be helpful to not only have additional help at hand but to be able to rely on people who have experience with this particular type of migration. Various issues

This flexibility is ideal for businesses who don’t require a large team on a day to day basis but do require some additional assistance in specific areas on a more ad-hoc basis. Co-sourced provides you with reliable, high quality and experience support where and when required.

3. Scalability

If your business is growing rapidly, or you operate in an industry which experiences flux, then there may be occasions where you rapidly require extra support but it’s not practical to simply start trying to hire additional IT engineers.

Co-sourcing allows you to increase your IT support in-line with your business needs, without the hassle of additional recruitment – which may not be practical from a financial or time-scale point of view.

4. Improved Security

A co-sourced IT provider will have the resources and capabilities to keep up with the latest developments in enterprise security and threat landscape and are well placed to assist with or take responsibility for IT security within your business. Even minor vulnerabilities, such as neglecting to apply the latest patch, can leave your systems open to threats such as malware and ransomware, so IT security is not an area that you want to neglect.

5. Frees up your internal team

Many internal IT teams can often find their time eaten up by support issues, meaning they are unable to dedicate time to projects, system improvements and changes which deliver value to your business.

Depending on the structure of your internal team and the skill base you have, one option would be to use your co-sourced partner to manage and fulfil internal service requests, freeing up your team to focus on valuable projects.

Alternatively, your co-sourced partner could take responsibility for the larger projects while your team focuses on keeping the internal operations running smoothly.

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